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RTBA system help

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Read our information and tips for help using the new RTBA bond management website.

Getting started

The RTBA has partnered with Service Victoria for identity verification. The RTBA verifies you have the right to access bond information before showing it to you.

There are 2 verification methods:

  • Method 1: Email and mobile number (default)
  • Method 2: Identity documents

Method 1: Verify with email and mobile

You'll need:

  • A unique email address
  • An Australian or international mobile number

Steps:

  1. Go to Look up your bond on the RTBA website or use the link in your email.
  2. Enter your mobile number when Service Victoria asks.
  3. Enter the security code sent to your email and select 'Verify'.
  4. Create your password and select 'Next'.
  5. Enter your mobile number again and select 'Secure your account'.
  6. Enter the code sent to your mobile.
  7. Set up security questions to recover your account if you forget your password.
  8. Choose whether to remember your device (optional).

You'll be redirected to your bond information.

If your mobile number doesn't work?

Service Victoria doesn't recognise some Australian mobile sequences. Borrow a phone from someone you trust. We only use the number to verify your identity and don't store it.

Don't have an Australian mobile number?

Register an account with Service Victoria via their website before attempting to access your bond or transaction.

Please note: If you don’t have an Australian mobile number, you can use an authenticator app for Multi Factor Authentication (MFA). Please ensure you register using the same email address that is linked to your bond.

If you have any issues creating the account, please contact Service Victoria.

If you have any further questions, please contact the RTBA on 1300 137 164 during business hours (9 am - 5 pm) Monday - Friday (except public holidays).

For more information about creating an account and protecting your personal information, visit Protecting your account - Service Victoria website. 

What if your email or mobile number is not listed on or is different to the bond?

If Service Victoria cannot verify your identity using your email address or mobile number, you will be asked to provide identity documentation instead (go to Method 2).

Method 2: Verify with identity documents

Use this method if you don't have an email or mobile listed on your bond, or if your details don't match.

Please note: any identity documents you provide via Service Victoria are secure and only used for verification purposes. Your identity documents (including photos) are not shared with your rental provider. They are only shared with relevant government agencies and organisations that help verify them. The verification process is fully automated. No Service Victoria staff can access your identity documents at any point while they are being processed. To protect your privacy, Service Victoria does not keep copies of your actual documents.

For more information, visit Privacy and security policy - Service Victoria website.

Steps:

  1. Go to the RTBA website and select 'Look up your bond' or use the link in your email.
  2. You will be redirected to the Service Victoria website or application. Service Victoria will identify any mismatches or missing information on your bond.
  3. Select an identity document and enter the required information.
  4. Repeat with a second document.
  5. Choose whether to remember your device (optional).

You'll be redirected to your bond information and the details on your bond will be updated according to the information you gave to Service Victoria.

Go to: Service Victoria identity authentication for the RTBA.

For renters

To use the new system, your rental provider first needs to lodge the bond. You’ll then receive an email with a link to review and accept the bond lodgement. There’s a similar process for claiming a bond and transferring a renter on or off a bond. Your rental provider will prepare and send you an email with the link to review and accept.

Find more detailed information about the RTBA bond management system.

You can check the current details of your bond using the Look up your bond function on the RTBA website. You will see the bond summary, which will tell you all the current details of your bond.

To view your bond summary, you must first authenticate your identity with Service Victoria.

In most cases, a bond can't be more than one month's rent.

When can you charge a higher bond?

A rental provider can ask for more than one month's rent when:

  • Weekly rent is more than $900, or
  • VCAT has approved a higher bond because of the property's character or quality of fittings and furniture.

There's no maximum bond in these cases.

If your bond is more than the weekly rent amount, you'll see a warning when you complete your lodgement. This includes when you've rounded a number. You can continue with your bond lodgement if you're sure your bond number is correct.

Find more detailed information about bond amounts and paying a bond.

An RTBA renter transfer only changes the renters on the bond. No money is paid out from the RTBA as part of this process.

When the renters on a rental agreement change, the rental provider must also update the renters on the bond. This is done by completing a renter transfer using the RTBA website.

Rental providers are required to start a renter transfer transaction with the RTBA within 5 days of the transfer occurring.

This is important because when a rental agreement ends, only the people listed on the bond will complete the bond claim.

Do incoming renters have to pay a share of the bond?

The bond amount does not change during a renter transfer. Incoming renters are sometimes expected to pay a share of the bond to staying or outgoing renters, but this is not mandatory and is done by private agreement. The RTBA does not make partial repayments and does not manage any exchange of money as part of the transfer.

If you are an outgoing renter and incoming or staying renters have agreed to pay you a share of the bond, you should consider completing this exchange before accepting the renter transfer with the RTBA. This is because you no longer have any right to the bond once you have been removed.

Find more information about transferring renters on a bond.

The bond amount does not change during a renter transfer. Incoming renters are sometimes expected to pay a share of the bond to staying or outgoing renters, but this is not mandatory and is done by private agreement. The RTBA does not make partial repayments and does not manage any exchange of money as part of the transfer.

If you are an outgoing renter and incoming or staying renters have agreed to pay you a share of the bond, you should consider completing this exchange before accepting the renter transfer with the RTBA. This is because you no longer have any right to the bond once you have been removed.

Find more information about transferring renters on a bond.

For rental providers

To register your account with the RTBA:

  1. Visit the RTBA website and select ‘Register’. This is located in the top navigation bar.
  2. Select your type of account:
    a. Landlord - I am a private landlord but do not have a RTBA number (select this option if you are also a pair of landlords)
    b. Licensed estate agent - My organisation is licensed by the Business Licensing Authority but does not have a RTBA number associated with the trading name
  3. Authenticate your identity with Service Victoria, read advice below on how to do this.
  4. Follow the prompts to complete your account details.
  5. Set up your password and finalise the completion of your account.

The first (or only) user on an account will automatically be given Administrator (Level 4) access, meaning they can access all functions available on an RTBA account.

If you are a ‘pair’ of landlords, you should select the ‘Landlord - Individual’ registration type.

Find more detailed information about registering with the RTBA.

When choosing the bond payer, select carefully. Choosing the wrong payer delays bond processing.

During the process, you’ll be asked to select bond payer from 2 options:

  1. Renter – The renter will make bond payment directly to the RTBA, or
  2. Rental provider – the bond payment will be transferred to the RTBA via direct debit from the rental provider’s (or their estate agent’s) nominated bank account.

Make sure you chose the right option. You can only change your selection if the renter has not agreed to the transaction.

  1. Sign back into your RTBA account.
  2. Choose manage transactions.
  3. Find the bond.
  4. Cancel transaction.
  5. Resubmit a new lodgement with the correct option.

This is only available if your renter hasn’t agreed.

What do I do if everyone has accepted the lodgement?

You can tell everyone has accepted the lodgement if the lodgement’s transaction status is 'Payment pending'.

If everyone has already accepted the lodgement, you have 2 options:

  1. Reach out to your renters and ask them not to submit a payment. The payment screen will time out, cancelling the lodgement, and you will be able to resubmit. OR
  2. Refund the payment you received to your renters. They can then pay the bond directly to the RTBA. You will receive a receipt once the payment has been made.

Has your renter already paid you (the rental provider) the bond money?

Select 'Rental provider' as the payer, so the RTBA knows to deduct money from the banking details listed on your registered account.

Do you want your renter to pay the RTBA directly?

Select 'Renter' as the payer

Find more information about how to lodge a bond.

Responding to a renter initiated claim

We've made some changes to make claims easier.

What's changed:

New name

'Tenant Initiated Claims' are now called 'Renter Initiated Claims'.

New identity verification

We no longer use PINs. Service Victoria now verifies your identity instead.

How to respond to a claim:

  1. Find your bond. Enter your bond number, name and the email address on your bond
  2. Verify your identity. Service Victoria will ask you to confirm who you are.
  3. Respond to the claim. You'll see the claim on your Bond Summary screen.

Find more detailed information about starting or contesting a bond claim initiated by a renter.

We've made some changes to make claims easier.

What's changed:

New name

 'Tenant Initiated Claims' are now called 'Renter Initiated Claims'.

New identity verification

We no longer use PINs. Service Victoria now verifies your identity instead.

How to respond to a claim:

  1. Find your bond. Enter your bond number, name and the email address on your bond
  2. Verify your identity. Service Victoria will ask you to confirm who you are.
  3. Respond to the claim. You'll see the claim on your Bond Summary screen.

Find more detailed information about starting or contesting a bond claim initiated by a renter.

Your RTBA account can have multiple users with different access levels.

This means you can give staff the right permissions to do their job without giving everyone full access to sensitive information.

New online users can only be created by Level 3 or Level 4 users.

Find more detailed information about rental provider administration.

If a party has received a decision from VCAT regarding the bond, they should provide their VCAT order number when submitting their bond claim.

If the claim requires review, it will be reviewed by the RTBA instead of other parties on the bond.

Find more detailed information about bond claims and refunds.

Use renter transfer when:  

  • all renters agree to the change 
  • each renter has a unique email address and can approve the change online. 

Use removal of renter when a renter: 

  • has died 
  • is uncontactable or incapacitated 
  • refuses to agree to the change. 

For a removal of renter, you must upload documents showing you have the legal authority to do so. This may include a death certificate, evidence of incapacity, or a court order. 

The RTBA will review the documents before approving your request. 

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